Job Search Status
Open to workDesired start date: Flexible
Open To Work
Bethany Melnick
Irwin,PA
Work Preference
Summary
Knowledgeable and skilled IT Manager specializing in Identity and Access Management with a strong background in implementing automation, role-based access controls, and managing technical support operations. Adept at analyzing business requirements, coordinating IT initiatives, and providing reliable solutions to enhance organizational security and efficiency. Ready to leverage technical expertise and leadership skills to drive success in Identity and Access Management roles.
Overview
12
12
years of professional experience
Work History
IT Manager – Identity Access Management & Security
Studio Enterprise
Pittsburgh, PA
05.2019 - 08.2024
- Supervised and managed day-to-day operations of IT department by overseeing projects and providing technical support to staff.
- Supported Microsoft Office 365 and Azure as an administrator.
- Created new user accounts and modifications of accounts in Active Directory.
- Created Role Based Access for all incoming job roles with automation.
- Decommissioned ServiceNow and implemented SysAid ticketing system.
- Provided users with IT support to deliver optimal customer service.
- Performed regular maintenance activities to keep systems running smoothly.
- Oversaw hiring and training of IT workers to confirm meeting of company objectives.
- Analyzed business requirements to design appropriate IT solutions.
- Coordinated and implemented new IT projects or initiatives to meet departmental goals.
- Trained staff on the use of new technologies and procedures.
- Cooperated with department heads, managers, and supervisors for creation of coherent goals for IT department.
- Provided users with technical support for computer problems.
- Created and modified user accounts in multiple systems used across the company including Avaya Cloud, Avaya CMS, CampusNexus, and CampusVue.
- Set up and managed all users in 1Password.
- Evaluated organization's technology use, processes and future needs to recommend improvements.
- Decommissioned ServiceNow and implemented a new ticketing system SysAid.
- Created knowledgebase articles for new systems and updated articles with changes when needed.
- Created and modified internal documentation for processes and procedures.
IT Manager – Technical Support & Access Management
Dream Center Education Holdings, LLC. (DCEH)
Pittsburgh, PA
10.2017 - 05.2019
- Led a team of level 1 and 2 technicians and team leads of the technical support center, providing guidance and training to ensure high-quality technical support.
- Led a team of level 1 and 2 access management technicians providing access to all new employees, existing employees moving job roles, and all other access necessary for IT and the business to perform their job functions.
- Created role based access for most job roles across the company.
- Implemented automation for role based access requests for new hires.
- Provided technical support for hardware and software issues.
- Provided users with IT support to deliver optimal customer service.
- Oversaw hiring and training of IT workers to confirm meeting of company objectives.
- Trained staff on the use of new technologies and procedures.
- Created and managed all users in ServiceNow.
IT Manager – Technical Support
Education Management Corporation (EDMC)
Pittsburgh, PA
02.2017 - 10.2017
- Led a team of Level 1 and 2 technicians and team leads, providing guidance and training to ensure high-quality technical support.
- Managed and resolved escalated calls ad tickets for a timely resolution.
- Collaborated with IT and business teams to gather information on the technical support center and how we could deliver customer support.
- Provided technical support for hardware and software issues.
- Provided users with IT support to deliver optimal customer service.
- Oversaw hiring and training of IT workers to confirm meeting of company objectives.
Support Analyst IV (Team Lead)
Education Management Corporation (EDMC)
Pittsburgh, PA
08.2016 - 02.2017
- Led a team of Level I technicians, providing guidance and training to ensure high-quality technical support.
- Managed and resolved escalated calls and tickets, ensuring satisfaction and timely resolution.
- Maintained comprehensive knowledge of EDMC supported systems to effectively troubleshoot various hardware, software, and network issues.
- Implemented a User Account Request process, granting access to new employees and enhancing system security.
- Collaborated with IT and business teams to gather information and deliver customer support.
- Independently handled and completed assigned projects, demonstrating strong project management skills.
- Created and updated documentation for new products and processes, improving team efficiency and knowledge sharing.
Support Analyst II
Education Management Corporation (EDMC)
Pittsburgh, PA
11.2012 - 08.2016
- Provided technical support for EDMC supported systems, troubleshooting various hardware, software, and network issues.
- Trained new employees, ensuring they were equipped with the necessary skills and knowledge for the job.
- Assisted Level I technicians, providing guidance and help when needed.
- Addressed and resolved escalated calls and tickets, ensuring customer issues were promptly resolved.
- Managed the User Account Request process for new employees, enhancing system security.
- Worked on and completed assigned projects independently, demonstrating initiative and problem-solving skills.
- Created and updated documentation for new products and processes, contributing to the team's knowledge base.
Education
Software Engineering
University of Phoenix
Phoenix, AZ10-2012
Skills
- Problem-solving and aptitude
- Effective multitasking
- Interpersonal skills
- Detail-oriented approach
- Excellent communication
- Proactive self-starter
- Adaptability, reliability, and flexibility
- Windows and Office applications knowledge
- Active Directory administration
- Remote troubleshooting
- Issue tracking and management
- Collaborative teamwork
- Team leadership
- Technical troubleshooting
- Application support
Timeline
IT Manager – Identity Access Management & Security
Studio Enterprise
05.2019 - 08.2024
IT Manager – Technical Support & Access Management
Dream Center Education Holdings, LLC. (DCEH)
10.2017 - 05.2019
IT Manager – Technical Support
Education Management Corporation (EDMC)
02.2017 - 10.2017
Support Analyst IV (Team Lead)
Education Management Corporation (EDMC)
08.2016 - 02.2017
Support Analyst II
Education Management Corporation (EDMC)
11.2012 - 08.2016
Software Engineering
University of Phoenix